Job Description

We are seeking a detail-oriented Quality Analyst – UK Financial Collections to support our banking operations team. The successful candidate will be responsible for evaluating customer interactions, ensuring compliance with quality standards, identifying process gaps, and providing coaching feedback to improve customer service performance.

This role is ideal for candidates with experience in UK/US banking operations, collections, and contact center quality assurance.

Key Responsibilities

• Review and audit customer interactions including calls and case records to ensure accuracy, compliance, and service quality.
• Evaluate agent performance based on established quality standards and business requirements.
• Conduct root cause analysis to identify performance gaps and improvement opportunities.
• Provide constructive feedback, coaching, and recommendations to customer service representatives.
• Participate in quality calibration sessions to maintain consistent evaluation standards.
• Prepare and maintain quality reports, audit findings, and performance documentation.
• Ensure compliance with financial regulations, policies, and operational procedures.
• Collaborate with Operations and Training teams to drive continuous improvement initiatives.
• Support process enhancements through data analysis and quality insights.
• Promote best practices to improve customer experience and operational efficiency.

Qualifications & Requirements

• Bachelor’s Degree required.
• Minimum 2 years of experience in Banking Operations and Quality Assurance within a call center, BPO, or shared services environment.
• 2–4 years of contact center experience, preferably in banking or financial services.
• Experience supporting UK Financial Collections or banking processes is highly preferred.
• Strong knowledge of:
  • Quality auditing
  • Call monitoring
  • Case evaluation
  • Agent coaching and feedback
  • Root cause analysis
• Basic understanding of quality improvement methodologies such as:
  • Six Sigma
  • Lean
  • Kaizen
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Good negotiation and stakeholder management skills.
• Ability to work effectively in a fast-paced, target-driven environment.
• Stable employment history preferred.

Preferred Experience

UK Banking Operations
Financial Collections
Quality Assurance in BPO
Customer Experience Management
Compliance & Risk Processes